How the COVID pandemic changed the modern contact center, and how the new
Enterprise Music On Hold™ solution from Easy On Hold® is helping to improve
customer satisfaction as part of a complete contact center platform design.
A white paper by Easy On Hold
Executive Summary
The COVID-19 pandemic forced businesses to innovate and adapt. Some of those changes have been for the better, including the shift to unified communication platforms. Technology helped contact centers to adapt to staffing changes, but the demand for customer service and support became more demanding. As call volumes increased, so did “on-hold” times.
This article examines changes in the modern contact center and how the Enterprise Music On Hold™ solution using Streaming Queue Music™, from Easy On Hold®, is helping improve customer satisfaction. This discussion is valuable to those responsible for developing more effective contact center platform design.